Troubleshooting: Trouble Signing Documents (Cookies and Cross-site Tracking)

If you are facing repeated, unknown issues filling out or signing documents, it could be due to the device/browser you are using blocking our cookies. Cookies are essentially small pieces of data that we use to remember details about who you are and your activity. Your device/browser might block these cookies to inhibit malicious attacks to your device. These troubleshooting tips do not compromise your security and will only improve your Onboard experience.

Troubleshooting:

• Restart the computer/device—This can free up memory and rotate the systems logs.
• Clear Website Data:
  • Safari/Apple Devices:
    • Settings > Privacy Tab > ‘Manage Website Data’ button, then remove any edocnboard.com entries.
• Reset Safari History:
  • Safari: History > Clear History
• Enable Third Party Cookies
  • Enable Third Party Cookies (Mobile or Desktop)
    • Google Chrome
      • Settings > Privacy > Security
      • Add the Onboarding URL and an exception to the “Sites allowed to use third-party cookies.
    • Safari
      • Mobile:
        • iPhone Settings > Safari > Privacy
          • Turn OFF ‘Prevent Cross-site Tracking.’
      • Mac:
        • Open Safari > Settings > Privacy
          • UNCHECK ‘Prevent Cross-Site Tracking’ checkbox.
    • Mozilla Firefox.
      • Settings > Privacy > Add the Onboarding Domain to ‘Enhanced tracking Protection’ Exceptions.
• Contact your network administrator: If you connect to the internet using a corporate or enterprise network, the network may have a firewall that prevents you from opening the webpage.

We appreciate your patience and continued support of our platform. If you continue to face issues, please reach out to [e-mail].